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Peoplecert ITILFNDv5 Exam Syllabus Topics:

SectionWeightObjectives
ITIL Management Practices28%- Service Management Practices
  • 1. Service level management
    • 2. Incident management
      • 3. Change enablement
        • 4. Problem management
          - Technical Management Practices
          • 1. Software development and management
            • 2. Deployment management
              - General Management Practices
              • 1. Relationship management
                • 2. Portfolio management
                  • 3. Strategy management
                    Digital Product and Service Management Concepts18%- Value co-creation and stakeholder collaboration
                    - Key definitions: product, service, value, outcome, cost, risk, utility, warranty
                    - Service relationships: provider, consumer, partners
                    Four Dimensions of Product and Service Management17%- Organizations and People
                    - Information and Technology
                    - Value Streams and Processes
                    - Partners and Suppliers
                    - Holistic approach and interdependencies
                    Product and Service Lifecycle17%- Iterative and flexible application
                    - Lifecycle activities: discover, design, develop, deploy, deliver, support, improve, retire
                    ITIL Value System20%- Management Practices overview
                    - Continual improvement
                    - Guiding Principles (7 principles and application)
                    - Service Value Chain activities
                    - Governance

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                    Peoplecert ITIL Foundation (Version 5) Sample Questions (Q119-Q124):

                    NEW QUESTION # 119
                    Which of the following BEST describes a release?

                    Answer: C

                    Explanation:
                    A release is a version of a product, service, or other configuration item that is made available for use, representing a controlled deployment of new or changed components into the live environment.


                    NEW QUESTION # 120
                    Which statement BEST describes service quality?

                    Answer: A

                    Explanation:
                    Service quality is the totality of characteristics of a service that determine its ability to satisfy stated needs, reflecting how well the service meets expectations and requirements from the consumer's perspective.


                    NEW QUESTION # 121
                    What ensures that a service provider and a service consumer continually co-create value?

                    Answer: A

                    Explanation:
                    A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation.


                    NEW QUESTION # 122
                    An IT support engineer assisting a user in configuring their laptop is an example of which concept?

                    Answer: C

                    Explanation:
                    This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value- creating action in this scenario.


                    NEW QUESTION # 123
                    Which of the following is TRUE regarding services and desired outcomes?

                    Answer: D

                    Explanation:
                    Services may have unintended and surprising outcomes, both positive and negative, so option D is correct. ITIL recognizes that services help facilitate desired outcomes, but they do not guarantee them. Outcomes depend on many factors, including the consumer's context, usage patterns, constraints, and interactions with the provider. Services may optimize costs and risks, but they do not remove them entirely. Likewise, even well-designed services can create unexpected side effects, dependencies, or new forms of risk. Sometimes those effects are beneficial, and sometimes they are harmful. This is why ITIL emphasizes continual improvement, stakeholder feedback, service relationships, and holistic thinking. Understanding that services can create both intended and unintended consequences helps organizations manage expectations realistically and improve how products and services are designed, delivered, and supported over time.


                    NEW QUESTION # 124
                    ......

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